Industrial Equipment Remote Technical Support Technician

Company Overview:

Master Power, a division of the Master Group, is a leading provider of power generation and industrial process equipment, including generators, air compressors, air dryers, and renewable energy solutions. With a commitment to innovation and customer satisfaction, we deliver high-quality products and services tailored to the unique needs of our clients across various industries, including manufacturing, construction, oil and gas, and healthcare.

Role

We are seeking a highly skilled and experienced Generator/Air Compressor Technical Support Technician to provide expert-level remote technical assistance to clients. This role involves diagnosing issues and providing step-by-step troubleshooting solutions for generators, VFDs, motors, and air compressors. The technician will rely on a deep understanding of both electrical and mechanical systems to resolve complex issues efficiently. In addition to customer support, this role involves creating and updating technical documentation and training materials.

Responsibilities

• Serve as the primary remote technical contact for client inquiries via phone, email, and chat regarding generators and related industrial equipment.
• Utilize advanced diagnostic and analytical skills to troubleshoot and resolve mechanical and electrical faults, such as engine failures, control panel issues, synchronization problems, and voltage irregularities.
• Provide clear, concise, step-by-step instructions to guide on-site clients through the process of maintaining and repairing equipment.
• Interpret electrical control wiring diagrams and technical manuals to aid in fault-finding and problem resolution.
• Develop and maintain a comprehensive knowledge base, including technical instruction manuals and knowledge base articles, for both clients and internal support teams.
• Collaborate with engineering teams to address and resolve complex or escalated technical challenges.
• Conduct remote training sessions for clients on the proper operation, maintenance, and troubleshooting of new and existing products.
• Proactively follow up with clients to ensure issues are fully resolved and that they are satisfied with the service provided.
• Provide alternative solutions or workarounds to minimize client downtime when immediate repair is not feasible.

Qualifications

• ITI Trade Certificate in Electrical, Mechanical, or Diesel Mechanic.
• Minimum 4 years of hands-on, practical experience in the operation, maintenance, and troubleshooting of generators, BFDs, Motors, and Air Compressors, demonstrating a deep understanding of mechanical and electrical systems.
• Proven ability to diagnose and repair issues independently, translating practical, on-site expertise into effective remote guidance.
• Exceptional verbal and written communication skills, with the ability to explain complex technical information clearly and simply to a non-technical audience.
• Experience in creating and maintaining comprehensive technical documentation.
• Ability to read and interpret technical manuals, wiring diagrams, and service bulletins.
• Strong analytical, diagnostic, and problem-solving abilities, with a systematic approach to troubleshooting.
• Familiarity with major generator/engine brands (e.g., Cummins, Perkins, Caterpillar, Volvo) is highly preferred.
• A strong customer-service mindset with a high degree of patience and empathy.